Care Representative (Kankakee)

Rincon Family Services began as a small clinic established by young community leaders on the West Side of Chicago in 1972. Today, we are one of the largest providers of high-quality and culturally competent services focusing on counseling, crisis intervention, substance use prevention and treatment, violence prevention, education, case management, and community and family services. We are dedicated to rendering compassionate and effective programs that promote quality of life by advocating, educating, and empowering individuals and their families.

About the role

The Care Representative serves as the first point of contact for greeting and engaging clients and visitors in a service environment. As a member of a multi-disciplinary team, this role performs a full range of administrative tasks to promote quality delivery of services and provides guidance and support to clients receiving services at Rincon Family Services. The Care Representative also provides administrative support across the organization under the direct supervision of the Department Manager of Access & Care Coordination.

Responsibilities

• Welcome and greet clients and visitors, providing appropriate guidance and ensuring all guests understand expectations for their visit.
• Open or close the building as required, including for special events or activities.
• Answer, transfer, and take messages from incoming calls; review voicemails every morning and forward information appropriately.
• Communicate via email and Microsoft TEAMS as needed.
• Maintain updated information about agency programs, especially at designated sites.
• Receive mail and packages, collaborating with the Department Manager of Access & Care Coordination for distribution and inventory.
• Maintain building aesthetics, including signage, watering plants, and making facilities requests.
• Process and enter payments into the deposit log and EMR systems.
• Schedule clients for initial appointments in collaboration with the Senior Access & Care Specialist and program leads.
• Maintain and file program records in both paper and electronic medical records, meeting documentation standards required by program and funding sources.
• Make copies, chart, and send faxes for administrative and programmatic requests.
• Attend all required meetings, committees, and training according to program standards.
• Assist the Department Manager of Access & Care Coordination in maintaining program and building compliance with health, safety, HR, and OSHA standards.
• Help prepare sites and programs for audit compliance.
• Assist programs with re-engaging consumers at risk of discharge or recent discharges to gain consumer feedback.
• Participate in quality assurance and quality improvement activities as directed.
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to Compliance policies regarding confidentiality, privacy, and security.
• Perform all other duties as assigned.

Metrics

• Achieve 90% satisfaction from all guests on guest satisfaction survey results throughout the year, specifically for front desk interactions.
• Ensure 95% of all calls to the main front desk line are answered.
• Ensure 100% of voicemails are answered and directed appropriately.
• Provide a clear schedule of daily operational activities, including opening/closing of the building.
• Successfully re-engage at least 15% of consumers contacted.

Requirements

• Excellent interpersonal skills (verbal and written).
• Highly organized and detail-oriented.
• Ability to learn technology quickly and translate it into lay terms and implementation.
• Ability to engage in multiple projects simultaneously.
• Strong understanding of technology systems.
• Detail-oriented with the ability to check work for errors.
• Ability to juggle multiple tasks, set priorities, and follow through on daily tasks in a timely fashion.
• Ability to handle confidential information professionally and appropriately.
• Fast and accurate documentation skills.
• Knowledge of community and social service agencies.
• Bicultural/bi-lingual (English/Spanish) applicants strongly preferred.
• Ability to work effectively with peers, individual clients, and groups.
• Desire to learn new skills.
• Ability to maintain accurate records and necessary paperwork.

Qualifications

• Minimum High School Diploma or equivalent required.
• Demonstrated skills in MS Office (Word, Excel, PowerPoint, Access, Outlook).
• Knowledge of computer systems (Internet, Email, MS Word, Excel, SAMMS, CIS, or similar preferred).

Benefits

• Health insurance
• Dental & Vision insurance
• Life insurance
• Short- and Long-Term Disability Insurance
• 403(b) Retirement Plan
• Generous PTO (Paid time off) – accrue up to 21 days in Year 1, with some PTO carryover allowable.
• Employee Assistance Program
• Professional Development Opportunities
• Employment may qualify for the Public Service Loan Forgiveness Program (PSLF).
• Certain employees may qualify for City of Chicago commuter transit benefits.

Pay

$17.00 per hour

Schedule

Full-time, hourly, exempt position. Flexible schedule with occasional evening and Saturday commitments. There may be occasions that require duties at other agency offices.

Work Environment

The Care Representative must be able to perform essential functions of the job, including carrying charts, preparing for group activities (e.g., moving chairs/tables), and carrying bags/boxes of food or decorating group activity areas. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. Employees are responsible for informing their supervisor of any invisible disability or medical restrictions that limit physical capability.